The Cost/CX High-Wire Act
When times are good, contact centers are CX-centric. When times are bad, contact centers are a cost center.
Sound familiar? Contact centre veterans will agree that this has long been the prevailing wisdom. But today, as the world economy struggles to find equilibrium (and the US deals with the greatest financial setback in 80-90 years), the idea of prioritising dollars over customer experience seems outrageous. The reality is that business leaders must prioritise both.
Oh yeah. And do it in a way that’s never been done before. Read our e-book to discover more and deliver customer experience-centric, cost effective contact centres.